06. 11. 2015 MarinovMihail EriZone & OTRS, Release Notes

EriZone 3.4 Has Been Released!

Erizone 3 4

Major Enhancements

Change Evaluation Module

A new bunch of features to provide a consistent and standardized means of determining the performance of a service change in the context of likely impacts on business outcomes, and on existing and proposed services and IT infrastructure.

Budgeting

  • Budget information in terms of operating and capital expenses.

Evaluation

  • Evaluation Performance

Prediction

Actual

  • Evaluation Risk management
    • Risk assessment
    • Risk mitigation
  • Evaluation Test
  • Evaluation Recommendation
  • Evaluation Report

Access Management

  • A new powerful feature “Access Management Policy” to reflect Company organizational policies within the system (i.e. mobile phone requests, software installation requests, permission requests, etc). Depending on the request and on the requestor qualification the request will be dispatched through different authorization processes.
  • New feature that displays Access Management Activities children ticket on Customer interface.
  • New script to populate Access Management Catalog from csv
  • Configuration of Service, Category and SLA for new Activity creation

General Features

  • New EriZone Virtual Machine master template
  • Ticket to process bundle: process Management default value configuration
  • New Note Propagation from child to parent ticket
  • Automatic Ticket<>CI on ticket creation for configurable CMDB classed
  • New DayView Function for Time Accounting overview and export
  • Article edit functionality
  • Ticket Recurrency management (Weekly, Daily, Monthly, Yearly)
  • Creation of massive Master & Slave
  • New enhanced Neteye Integration
  • Selection of Configuration Items on Ticket creation with direct CMDB navigation
  • Customer interface multilanguage Online Help
  • Hide Type

Minor Enhancements

  • Unmanaged Ticket parameters to filter agents based on RO or RW permission
  • New Module Customer Additional Data panels on Customer interface
  • New alignment script Development environment and Production
  • New Service Preferences: Last Service Review date and Planned Service Review date
  • Mapping: Ticket Type and SLA selection based on Impact
  • Transition Action:
    • SetADManagerAsCustomer and Back
    • SetServiceOwnerAsCustomer
    • TicketCustomerSetGetOriginalRequestor

Major Bug Fixing

  • Graphical problem with attachment on customer interface
  • VIP Dashboard filter
  • Exclude customerID on TicketCC
  • Service Dispatcher wild card removal on module access

All new features and enhancements are available also on our EriZone Online Demo.

Before Upgrade

  1. Snapshot of Virtual Machine
  2. Activate the repo resolution with the following parameters:

Upgrade Steps

The upgrading procedure must be made STRICTLY with the following sequence (by clicking the items listed in the ACTION column)

Mandatory:
  1. EriZone
  2. EriZoneCore
  3. EriZoneServiceDeskEnhancement
  4. EriZoneAccessManagement
  5. EriZoneDeveloper [Upgrade only if installed]
Optional:
  1. EriZoneInterfaces [for CMDB population: GLPI and OCS interfaces available – ]
  2. For NetEye-GLPI interface please refer to this post for iCMDB upgrade: PACKAGE RELEASE: erizone-plugin-glpi-1-4-4-rpm
  3. EriZoneChangeEvaluation
  4. ITSM-CIattributeCollection
  5. EriZoneNetEyeIntegration [if a NetEye is installed and available]
  6. EriZoneDocIt
Please follow these rules during the upgrade/install procedure:
  • Contact our support team if you do not feel comfortable on any operation net.support@wuerth-phoenix.com or https://erizone.wuerth-phoenix.com
  • The packages must be installed in sequence and individually
  • The system may take longer or shorter times for each action / package so please be patient
  • Action buttons must be clicked only once for the success of the operations

[box type=”info”] ATTENTION
After the upgrade execute the following action from the command line:
/opt/otrs/scripts/EriZone/erizone.global_makelink
/opt/otrs/scripts/EriZone/Permissions.sh
/opt/otrs/scripts/EriZone/RestartEriZone.sh

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MarinovMihail

MarinovMihail

Developer at Würth Phoenix
“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”

Author

MarinovMihail

“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”

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